Mark Wilson was all too familiar with the downsides of call center work. Wilson spent years managing call centers as an executive at the financial information publisher DUN & Bradstreet.

1. Organization Behavior
North South University
Case Assignment
On
Mark Wilson Creates A Different kind Of
Telemarketer

2. Profile of Mark Wilson
& Personality
Mark Wilson was all
too familiar with the
downsides of call
center work. Wilson
spent years
managing call
centers as an
executive at the
financial information
publisher DUN &
Bradstreet.

3. Mark Wilson in Ryla
Mark Wilson at Ryla’s call center headquarters, demonstrates that managing for
a productive work environment can also include managing for employees’ well-being.

4. CASE Summary
In call center organizations there are tropically have bleak
working conditions and high levels of employee turn
over.

5. CASE Summary
Wilson thought that call center don't have to be this way and
envisioned a dramatically different kind of customer contact
organization which employee would be happy to work for
company.

6. Established Ryla Inc.
 Mark Wilson is an entrepreneur, investor and business
leader focused on nurturing business innovation and
applying his expertise to help guide others.
 Wilson Founded Kennesaw-based Ryla Inc., a nationally
recognized customer support and contact center with
more than 5,000 employees and revenues in excess of
$100 million. Building on the knowledge he gained from
his 15 years with Dun & Bradstreet.
 Wilson grew the business, adding call center locations
around the country and creating thousands of full-time
and seasonal jobs.
Source
:http://www.kennesaw.edu/commencement/pdf/wilson.pdf

7. Personality
Mark Wilson has his own distinctive personality
He reserved a respect to the emotional values of the employee
He also adventures and imaginative regarding
telemarketing company

8. Personality Founding Ryla
Mr. Willson takes the following measures which contributes a lot to founding Ryla
Proactive personality
Perseverance to searching financial support
Leadership traits to motivate the employee
Thanksgiving & holiday schedule
Open-door policy to make an impact of employees
Huge budget each year on retention
Sponsors charity events
Stock options for the employee

9. Personality Founding Ryla
Mr. Willson takes the following measures which contributes a lot to founding Ryla
Proactive personality
Perseverance to searching financial support
Leadership traits to motivate the employee
Thanksgiving & holiday schedule

10. Personality Founding Ryla
Mr. Willson takes the following measures which contributes a lot to founding Ryla
Open-door policy to make an impact of employees
Huge budget each year on retention
Sponsors charity events
Stock options for the employee

11. Characterize Abilities
Create a sustainable work environment
Organizational culture
Individual leadership ability to make the situation favorable
towards his business interest
Strong ability to maintain open door policy

12. Characterize Abilities
Keen interest to cares his employees, community and
charity events
New approaches provide excellent service to his customer,
expand the company
Provide opportunities for employees

13. Personality & abilities play at
Ryla
Mark Willson create a work environment at which his employees feel
“like It” as the best Job for this he played an important role like
supportive, caring, developmental environment for employees and
providing excellent service to customer has helped Ryla to grow and
prosper.

14. ANY QUESTIONS PLEASE?
&
THANK YOU FOR BEING WITH US

15. Case Summary
The Situation:
Ryla Teleservices tries to keep workers loyal in an industry
known for high employee turnover.
How They Do It:
An open-door policy allows employees to express ideas and
concerns. Financial perks, seminars and events keep people
motivated. The firm also focuses on helping workers rise
through the ranks.
The Expense:
Ryla spends as much as $250,000 yearly on retention -- less
than what it would cost to keep hiring and training new
employees each year.